Systems Engineer

Staff4Me is currently seeking a dedicated and experienced Break-fix Engineer to join our team. As a Break-fix Engineer, you will be responsible for providing technical support and resolving hardware and software issues for our clients. You will work closely with our clients and cross-functional teams to diagnose and fix problems in a timely manner.

Responsibilities

1. Work as a coordinator on the Break-Fix team.
2. Review the assigned ticket to identify how the Break-Fix team can assist in resolution.
3. Review all the open tickets to identify any other issues that can be solved with the same dispatch.
4. Create a BAP/Platform One Order following the UBF process.
5. Generate a work order and submit to the contractor pool.
6. Adjust the urgency, description and pricing of each work order to ensure prompt acceptance and that a technician has been assigned.
7. Once a technician has been assigned:
   1. Call technicians to confirm he/she has the skills and tools required.
   2. Confirm date and time has been dispatched.
   3. Confirm pricing.
   4. Confirm the name of the resource and contact information.
8. Coordinate a remote technical resource to assist the on-site technician using our booking/scheduling tools:
   1. Update the appointment and ticket as needed.
9. Communicate scheduling updates to both residents, property staff and contractors.
10. Communicate technical updates to both residents, property staff and stakeholders.
11. Collaborate with on-site resources to ensure proper ticket documentation and resolution.
12. Follow up with on-site resources to confirm attendance and resolution:
    1. Add troubleshooting or other notes to the ticket and close or reassign where appropriate.
    2. Reschedule on-site appointment as necessary.

Requirements

1. 3-5 years of experience as a Break-fix Engineer or similar role.
2. Ruckus, Cisco and HP experience is preferred.
3. Strong technical knowledge of hardware components, software applications, and networking.
4. Hands-on experience in troubleshooting hardware and software issues.
5. Knowledge of operating systems such as Windows and macOS.
6. Experience in performing hardware repairs and replacements.
7. Good understanding of network protocols and configurations.
8. Ability to effectively communicate technical information to non-technical users.
9. Excellent problem-solving and multitasking skills.
10. Professional certifications such as CompTIA A+, Network+, or MCP are a plus.